Role Overview
The role of the Flagship Experience Scoop Shop Manager is to oversee and lead the operations at the brand’s flagship scoop shop location in Burlington, and supervise the VT Catering business, while living the Ben & Jerry’s 3-part mission daily. The Flagship Scoop Shop Manager will primarily work from the scoop shop located on Church Street in Burlington, VT. They will produce excellent guest experiences managing communications, expectations, sales growth, appearance and compliance with safety and operating standards. Their goal is to drive consumer loyalty and staff retention by managing a fun, safe, professional, and high energy environment. The Flagship Experience Scoop Shop Manager will report to the General Manager of VT Brand Experiences.



Responsibilities

• Oversee and lead the Burlington Scoop Shop flagship operations, including daily operations, communications, payroll and staffing in addition to supervising the Vermont Catering operations.
• Supervise the VT Catering Manager and Assistant Managers, participating in 1:1 conversations, growth & development, and corporate performance plans.
• Provide leadership amongst all hourly staff, including 50 part-time employees. Oversee and ensure the hiring and orientation of all shop staff, including the onboarding process.
• Administer the Collective Bargaining Agreement between Ben & Jerry’s and Scoopers United, the union representing the shop staff including frequent communications, monthly meetings and negotiations.
• Provide effective and ongoing coaching and feedback to direct reports and all working hourly staff.
• Work with Hospitality General Manager to prepare and oversee departmental budget and finance reporting, including the generation of profit/loss statements for forecasting purposes.
• Work with Hospitality General Manager to plan and implement store marketing plan with an emphasis on marketing the store to drive top line sales & increase brand awareness.
• Proactively identify and resolve problems from customers and staff members that effect all shop operations.
• Work closely with corporate retail operations on new products and messaging that can enhance the flagship experience.
• Oversee the scheduling of all staff, providing advanced notice and communication to safely staff all operations.
• Partner with our retail operations and Scoop University team to ensure flagship operations adhere to corporate operation guidelines.
• Work with Assistant Managers to develop and implement training and orientation for all employees with a strong emphasis on providing excellent customer service experiences.
• Oversee the daily financials for all Hospitality operations including cash management, bank procedures, ordering, inventory, register accuracy, preparation of sales and inventory reports and analyses to enhance business operations.
• Accountable for maintaining the accuracy of daily cashing in and out of all registers and cashiers, sales to cash reconciliation, and daily sales summary reports for each department.
• Participate in store planning and development meetings with the General Manager, department managers, and attending other company meetings and activities to keep informed about the objectives of the Brand.
• Manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items. Maintain and track all invoices for reporting needs.
• Participate in store planning and development meetings with the Flagship Store Managers and attending other company meetings and activities to keep informed about the objectives of the Brand.
• Potential opportunities to work on special projects as assigned by the Retail Operations and Brand Experience teams.
• Participate in first aid and emergency response for flagship operations, with the ability to serve as the onsite manager for all emergency situations. Actively support company safety goals by ensuring consistent safe work behaviors.

Qualifications

• Highly professional, patient, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service
• 6+ years’ experience in hospitality industry or customer service, with additional experience supervising staff in a retail or food service environment
• Flexible work hours including nights, weekends, and holidays
• Experience in high volume, fast paced retail environment
• Experience managing or working within a unionized workforce
• Proven ability to lead people through motivation, development, and inspiration
• Strong accounting/finance experience and understanding
• Excellent communication, interpersonal and decision-making skills
• Experience in handle customer complaints and providing effective guest service recovery
• Strong follow-through, organization, and time management skills
• Strong project management skills and problem-solving ability
• Ability to handle stressful situations calmly and react in emergency situations
• Self-motivated, autonomous, proactive, and responsive disposition to anticipate and fulfill customer and staff needs
• Computer proficiency, esp. Excel, Word, Outlook, Sales Force
• Valid driver’s license
• Physical aspects of the job include oversize merchandise handling, bulk containers of ice cream, supply orders, general cleaning and maintenance and standing for long periods of time

WORK ENVIRONMENT:

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at NA.Accommodations@unilever.com. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses.

The above cited duties and responsibilities describe the general nature and level of work being performed by people assigned to the job. It is not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected to perform.

Ben & Jerry’s is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

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Pay: The pay range for this position is $58,700 to $86,280. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.  

Bonus: This position is bonus eligible.  

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.